Presentations
Moderated by: Jack DeButts, Director, Returns and Exchange Management, Dell
Panel: Working Strategically To Reduce Returns And Boost Profits
Sam DiLiberto, Vice President, Contact Center Solutions, American Customer Care/Premiere Response
Preventing The Return And Achieving Customer Service Excellence: A Call Center Perspective
Chris Fabian, CEO, Professional Service Solutions
Maximize Revenue Streams And Decrease Profit Losses In Your After Sales Service And Reverse Logistics Organization
Curtis Greve, Principal, Greve Davis
Servicizing: Product Life Extension: The Next Big Revolution In Reverse Logistics
Jon Heller, Former Senior Director, Quality Management & New Products, LG Electronics Mobilecomm
Understanding Potential Product Quality Issues To Minimize Your Return Rates
Steve Koenig, Director, Industry Analysis, Consumer Electronics Association
Consumer Empowerment And Behavioral Trends For 2012
Mike Lesshafft, Service Quality Manager, Lexmark
Improve Customer Service And The Overall Experience To Prevent The Return Before It Occurs
Maridee Maraz, Senior Manager, Sales and Marketing, SIRAS
Chairperson's Welcome Address
Steven Melnyk, Ph.D, Professor of Supply Chain Management, Michigan State University
Outcome Driven Supply Chains & The Implications For The Consumer Electronics Industry
Gary Moore, Senior Manager, Reverse Logistics – Recycling, Sprint
Determining What To Recycle Or Refurbish Based On The Cost Associated With The Disposition
Moderated by: Tony Sciarrotta, Director, Asset Recovery, Philips Consumer Lifestyle
Panel: Measuring Voice Of The Customer Through NPS
Doug Smith, Senior Manager, Customer Operations, Sony
Eliminating Common Inefficiencies In Your Product Return Process
Liz Walker, Vice President, Business Development and Marketing, Image Microsystems
Chairperson's Address, Track B